I don’t know if any of you guys have heard about ITIL yet, in my case I had, but briefly, very briefly. In the next article, I’m going to explain what is this “ITIL” everyone is talking about, and how can I use it in my IT organization.
As Cobit, ITIL is focused on the IT processes and how are they executed efficiently. Is important to stand out that each of the processes executed in the organization, are business oriented, and they were made for the business interests and nothing else.
Having said that, let’s begin with some background before beginning with ITIL.
When the new era of computing began, the request for IT service became very large. When the IT services were first created, they were made by programmers thinking as programmers and not as final users, thing was causing a lot of troubles.
When this service demand was out of control, the big IT corporations began thinking that they need to care about quality, and develop systems according to each client needs, which most cases causes a discussion between programmers and final users, simply because on one hand you have all the things that most users really don’t care, such as security, firewalls, routers, switches, etc. (programmer’s side) and on the other you have the demand for fully functional services without caring about how it works (final users side).
Having that said, we come to the conclusion that basically what IT needed to be was a service administrator, where they were able to understand the actual need, and give it a final user perspective, making software friendly and efficient, making a new challenge for developers: efficiently integrate human resources and processes with technology for a better IT service performance, and without letting the continuous improvement aside.
We all know that in most organizations, there’s a vertical hierarchy, and (at least in Costa Rica) a very annoying bureaucracy. When this hierarchy is designed, is made to communicate vertical, and vertical only, but we all know that this communication type is a mismatch of the business situation.
This behavior is inefficient, and as I said before, is not the real deal when it comes to the communication, and is very important to change it to a horizontal communication type, where each and every one of the departments of the organizations speak to each other, developing their work in a more proactive and efficient way.
So, what is really the famous processes administration? Simple: it’s a way of managing that sees every department as one process, linking every one of them, making a network to accomplish the business objectives and to deliver the best product possible.
Now! It’s time to talk about the famous ITIL!
I’m about to explain ITIL in a very simple way, check it out!.
ITIL is a set of best practices for planning, managing, executing and delivering of operations throughout the organization.
It’s kinda like a manual, that says everything you need to know or implement in order to make a succesful administration of every operation that make the service possible.
ITIL includes a series of books divided by topic, that even can be implemented individually and not necessarily all; each business adapts it to their needs.
The most remarkable books of ITIL are:
- Service support.
- Service Delivery.
- Security management.
- Services strategy.
- Service operation.
- Continuous improvement of services.
And some other books, equally important.
So here you go, I hope you liked my article, if you have questions or comments, please let me know!